Front Line Client Experience Representative
New
J
JobgetherTravel and tourism
Must be currently based in Canada and able to work remotely from a Canadian province or territory. Employees must maintain their primary residence in one Canadian province or territory., Available full-time schedules are listed in Eastern Time.Full-Time
SalaryAnnual salary: CAD 45,000–50,000. Annual performance-based company bonus of up to CAD 4,000, subject to company targets and deferred eligibility requirements.
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Job Details
- Languages
- Excellent written and spoken English communication skills
- Required Skills
- Problem SolvingCustomer serviceTime ManagementResearchActive listening
Requirements
- Demonstrate a strong customer service orientation and a genuine interest in helping people.
- Have excellent written and spoken English communication skills.
- Use problem-solving and research skills to investigate unfamiliar situations and identify solutions.
- Take ownership of customer requests and follow through until resolution.
- Apply active listening, empathy, patience, and interpersonal skills when managing difficult conversations.
- Organize and prioritize competing requests while managing multiple interactions in a fast-paced environment.
- Maintain accuracy and attention to detail when handling customer information, bookings, and travel requests.
- Be adaptable and willing to learn new technologies, AI-powered tools, and evolving processes.
- Work independently and contribute positively to a collaborative remote team.
- Previous customer service, hospitality, travel, tourism, or other customer-facing experience is an asset.
- Be available for one of the specified 40-hour-per-week schedules: Sunday–Thursday or Tuesday–Saturday, with one-hour meal breaks and shifts of 8:00 AM–5:00 PM, 11:00 AM–8:00 PM, or 5:00 PM–2:00 AM Eastern Time.
Responsibilities
- Provide customer support through live chat, telephone, and email.
- Assist travelers, clients, and travel advisors with tours, destinations, reservations, bookings, modifications, and other travel-related requests.
- Take ownership of customer inquiries from initial contact through resolution by investigating issues and identifying solutions.
- Handle urgent, complex, or unexpected travel situations with empathy, professionalism, patience, and sound judgment.
- Escalate challenging cases when necessary to support timely and effective resolution.
- Learn and maintain knowledge of tour offerings, booking procedures, products, and internal systems.
- Manage multiple customer conversations and support requests while maintaining responsiveness, organization, and attention to detail.
- Use AI-powered tools, automation, and internal resources to improve productivity while providing personalized support.
- Collaborate with colleagues and cross-functional departments to resolve customer concerns.
- Identify recurring issues and suggest improvements to support workflows and service quality.
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